Club Charter

Club Charter-1.jpg

Charlton Athletic Football Club Charter

Mission statement:

At Charlton Athletic Football Club, we want to continue to build on our unique heritage by developing a first-class experience for supporters, the local community and our business partners.

We are inclusive, a club for all people and we are committed to providing a safe and comfortable environment, welcoming everyone irrespective of race, gender, disability, sexual orientation, religion or belief and age.

Our fans are the heartbeat of this club they are what makes it so special and we want them to feel that this is their home. We will endeavour and strive to add value to their matchday experiences.

1: Supporter & Customer service:

As we are always striving to provide the best service to supporters, we hope that fans don’t feel the need to complain, but we appreciate that things do go wrong from time-to-time and that supporters will sometimes like matters escalated.

The club will endeavour to respond to customer complaints within 10 working days of receipt of the communication. However, if it is not possible to provide a full response to the matters raised within this timeframe as further investigation is required, the complaint will be acknowledged within the 10 working days and a response sent within 21 working days. The club may respond by e-mail, letter or telephone. 

At Charlton Athletic we have a duty of care to our staff, so we reserve the right not to respond to abusive, threatening, inappropriate or frivolous enquiries. 

If you have an enquiry that is relevant to a department at Charlton Athletic you may wish to contact them directly. The Supporters Relations team, details for which can be found below, can also forward on enquiries (and sometimes requests) to the most relevant department. The department may choose to respond directly, or will provide information that can be relayed directly through our Supporter Relations team. 

We will always look to resolve complaints in a fair and amicable manner and recognise the value that feedback can have in helping us to make positive changes to our fans experience and club services.

There are bodies you can contact if you feel your complaint has not been handled by Charlton Athletic. In most cases the Independent Football Ombudsman can provide further guidance if you are unhappy with our own response or actions. The IFO's contact address’ can be found below: 

Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds LS1 3AJ

(Acting) Supporter Liaison Officer: Charlie.kiddie@cafc.co.uk (Charlton Athletic Football Club, The Valley, Floyd Road, London SE7 8BL 

T: 02083334000 DDI: 02083334075 M:07468 860690

2: Information on the club’s framework for supporter consultation/responding to supporter enquiries

The club are committed to engaging with fans and consulting supporters throughout the year. Activities include:

• The Fans’ Forum involves fan representatives meeting with members of the club’s Senior Management Team four times each year. Minutes are produced from each meeting and are available on www.cafc.co.uk. Click the link to read more about the fans’ forum http://cafc.co.uk/club/fans 

• Matchday meetings for supporter groups with club representatives. You can find out more about your local supporters group here http://cafc.co.uk/club/fans/supporter-groups 

For supporters who are unable to engage with the club via those direct means the starting point of responses is our Supporter Relations team, who can handle a wide range of enquiries, requests and complaints. 

Any enquiries about player attendance for supporter meetings, signed club memorabilia or access to other club assets should be requested via the Supporter Relations team.

To contact the Supporter Relations team, you can either email fans@cafc.co.uk or write to us at Supporter Relations, Charlton Athletic Football Club, The Valley, Floyd Road, Charlton, SE7 8BL.

The club publicises its position on major policy issues in an easily digested format in the matchday programme, via www.cafc.co.uk, social media and press releases.

3: Safeguarding policy:

Charlton Athletic Football Club (CAFC) has a rigorous approach to Safeguarding and references the policies and procedures as stipulated by the Royal Borough of Greenwich, the Football Association and the English Football League. There are key components to the Safeguarding process that show in detail the CAFC Safeguarding Policy and a key summary is contained within this guide.

The club has three Designated Safeguarding officers. These are:

• Lungi Macebo, HR Manager 

• Joe Francis, Head of Education and Welfare - All age groups up to U23;

• Ladoki Toya, Education and Welfare Assistant - 8-16s

Charlton Athletic acknowledges and accepts its responsibility to safeguard and promote the well-being and safety of those children and young persons who has been entrusted in its care. This policy applies to everyone at Charlton Athletic Football Club 

For further information please click the link: http://cafc.co.uk/safeguarding 

4: Equality, Inclusion & anti-discrimination:

Charlton Athletic operates a policy of zero tolerance towards all forms of discrimination and anti-social behaviour.

Cultural diversity is something to be celebrated and the club believe that everyone has the right to attend football matches in a safe and friendly environment - and that means all members of our community regardless of their ethnic origin.

Charlton Athletic Football Club operates a policy of zero tolerance towards any incidents of anti-social behaviour and we work actively with the EFL and organisations such as 'Kick it Out' and 'Show Racism the Red Card' to promote inclusion for all arranged in partnership with CACT.

There is no place for any form of racism or discrimination within The Valley. The club has put many years of hard work into this fundamental policy of the club and we are more dedicated than ever to achieving inclusion for all.

We remain committed to actively eradicating any such behaviour and continue to urge our supporters to embrace this ideal.

Charlton Athletic is an equal opportunity employer and it is committed to a policy of treating all employees and job applicants equally.

The club operates an equal opportunities policy which is contained within the employees' handbook and is issued to all employees on joining the company. 

5: Ticketing:

The club continues to strive for wider access for supporters to matches by offering a broad range of ticket prices and aim to give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

The Ticket Office can be contacted on 03330 14 44 44 or via email, tickets@cafc.co.uk. Full details of the ticketing terms and conditions including refunds, postponements and abandonments can be found when visiting our website www.cafc.co.uk. Supporters with disabilities can contact our Disabled Liaison Officer Adam Harding on 0208 333 4000 or via email, adam.harding@cafc.co.uk this would include information on our disabled facilities and parking. Disabled car parking can be booked by emailing disability.parking@cafc.co.uk 

The club continues to strive for wider access to matches by offering a pricing strategy that meets the needs of all individuals, and encourages attendance to Charlton Athletic matches and growth of fan base

A minimum of five percent of tickets to each game will be available to non-season ticket holders. A concession rate is available for Under 11s, under 18s under 21s, supporters over 65 years of age, students with a valid NUS card and disabled supporters.

Season tickets paid by instalments are available through an external credit agency.

Tickets for domestic cup competitions are announced to supporters following discussions between the clubs. Away clubs will receive a maximum of 15 per cent of stadium capacity in accordance with competition rules, subject to any safety and segregation issues. 

Where significant demand is anticipated, season-ticket holders will have their seat reserved for a certain period prior to them being released for sale to anyone meeting the appropriate sales criteria. If their seat becomes unavailable for any reason, they will be offered alternative comparable accommodation.

Refunds for standard tickets are obtainable up to 24 hours prior to kick-off. Refunds for away matches are available prior to tickets being returned to the home club, which is usually 48 hours before kick-off. Call 03330 14 44 44* for a refund form. 

Both the tickets and the form must be received by the ticket office at The Valley before the deadline. The club reserves the right not to offer refunds on discounted tickets sold from time to time under special offers, but this will be made clear under the terms of the offer where it applies.

The club's supporters are allocated tickets for away league matches for which there is expected to be excess demand. The following groups will enjoy priority status: 

Season-ticket holders who are Valley Gold members; supporters who regularly attend away games and via recognized supporters' groups; remaining season-ticket holders and Valley Gold members; members on the club’s database with an adequate purchase history who are not season-ticket holders.

These groups also enjoy priority status for away cup fixtures or those staged at neutral venues, but this is subject to variation dependent upon the allocation of tickets received. 

Supporters of a visiting club are charged admission prices that comply with EFL rules in terms of comparison with those charged to the club's own supporters for comparable accommodation.

The club runs and manages membership schemes, or acknowledges schemes run on an independent basis. The benefits are: Red Card membership scheme - the chance to buy tickets for matches played at The Valley (subject to availability), as well as free entry to development squad games when public admission is permitted. This scheme is free and includes junior, adult and all overseas-based members. The club gives early notice of any changes to its ticketing policy and the reasons for the changes. 

The benefit of online ticket purchases is that there are no administration fees, phone charges apply when using the phone service. Please refer to the clubs T&C’s.

6: Match abandonment policy:

If any fixture is abandoned after kick-off, then no refunds will be made on the day. However, details of the re-arranged fixture will be advertised on the club’s website, and through the local media. Details of any reduced admission prices which may apply for the re-arranged fixture will also be advertised.

7: Data protection: 

Charlton Athletic Football Club seeks to firmly abide by all data protection guidelines and we ensure that all supporter data is used safely and securely under the Data Protection Act 1998.

Information and data stored on our database may be analysed to help us provide products and services that may be of interest to you.

From time to time we may contact you by post, phone or email to inform you about these products or services.

Charlton Athletic will never share your personal information with any third parties to use for their marketing purposes unless you have given your consent. Supporters can advise us at any time if they wish to opt out of receiving any correspondence from the club or its partners.

All supporters have the right to access the information we hold on them and can exercise this right by emailing info@cafc.co.uk This email address is monitored by Lisa Squires. 

CAFC are aware that from May 2018 data protection regulations will change and therefore we will be reviewing all methods necessary to comply with these regulations.

8: Club merchandise:

The club communicates with its supporters regarding prospective launch dates of new replica strips when it is contractually practical to do so.

Details of the next intended change of replica strips are available from the club.

The club carries out its obligations, under the FA, Premier League and EFL rulebooks, to prevent price fixing in relation to the sale of replica strips.

The club offers refunds on merchandise in accordance with its stated policy and legal obligations. A copy of the club's refunds policy is available in the Valley Superstore and on the club website. No Items can be exchanges or refunded without a proof of purchase.

To return the item for a different size or if you have changed your mind, items must be returned within 28 days of purchase, in a new and unused condition with the appropriate tags and packaging. Items not complying with these requirements will not be exchanged or refunded unless they are faulty.

Items made to your specification or personalized cannot be returned unless they are faulty.

We reserve the right to return faulty items to the manufacturer for inspection and confirmation that the alleged fault is a manufacturing defect.

This does not affect your statutory rights.

The club is happy to print a name and number on the reverse of replica kit, provided that it is not of an obscene or racist nature. However, while the club will print the name and squad number of any current member of the playing squad, no refund can be provided or alteration made to the kit should the player in question cease to be a member of the playing staff through a transfer or otherwise.

9: Community activities.

The club has a well-established reputation for community involvement, with many high-profile and successful education and activity programs delivered in conjunction with or by the Charlton Athletic Community Trust: www.cact.org.uk     

Objectives in this area include:

• To provide football and sporting opportunities for as many young people in the local community as possible;

• To provide football coaching, playing and spectating opportunities for disabled people through the disability, mental health and Ability Counts programme;

• To organise stand-alone community events and participate in other externally organised community events;

• To operate a senior women's team and girls' development programme;

• To develop and implement an anti-racist strategy in conjunction with the Royal Borough of Greenwich Council to support local charities and worthy causes;

• To regularly liaise and meet with residents.

• To implement a programme of school and community visits by players;

In addition to its involvement with the above, CACT delivers the following programs:

• Education and school’s initiatives including curriculum and out-of-school coaching, numeracy and literacy initiatives, healthy school’s programs and inclusion/school retention work.

• Football development initiatives including school holiday courses, Charlton Challenge, Saturday morning clubs, links with local junior and youth football clubs and coach education programs.

• Social Inclusion initiatives including estates-based coaching, work with Pupil Referral Units and alternative curriculum programs both within schools and stand-alone organisations to support school retention and improve behaviour, work with refugee groups and pathway to employment and training programs.

All the above to be delivered across Greenwich, Bromley, Bexley and Kent.

10: Staff conduct:

The club believes that good supporter relations form an integral part of its operation and expects all employees to conduct themselves in a courteous and responsive manner in all dealings with supporters, customers, sponsors and the local community and to carry out their duties with integrity and professionalism.

Staff should understand the club’s Equality and Safeguarding Policies, procedures and best practice guidelines and use this understanding to ensure safe working practices, appropriate reporting of concerns and contribute positively to an environment that is free of discrimination, bullying and harassment. 

CAFC is a best practice employer and is committed to inclusion, anti-discrimination, safeguarding and promoting the welfare of children and young people and expects all staff to share these commitments.

11: Corporate/Hospitality:

For commercial/Hospitality packages contact The Valley’s on-site sales team on 0208 3334050

http://cafc.co.uk/hospitality/matchday-hospitality

12: Environmental policy: 

Charlton Athletic football club are dedicated to minimising the environmental impacts of our activities.

To ensure we will fulfil our commitment we will continue to embrace initiatives and technologies that will reduce our environmental impact whenever possible. We will work towards improving efficiency and sustainability within the club at all levels and encourages employees, suppliers and partners to do the same.

Charlton Athletic football club aims to:

• Recycle any waste products generated across the club where possible

• Implement the use of environmentally sustainable material and processes where practical

• Encourage players, fans, staff and anyone involved in our club to save energy and be more environmentally conscious

• Educate and inspire young people in our communities through the work of the Charlton Athletic Community Trust

• Promote alternative forms of transport for fans and staff to and from the stadium and training ground that have a reduced impact on the environment

13: Information on Stewarding/Crowd control/First aid procedures:

The club employs stewards and uses the services of stewards employed by independent contractors to support its own staff when events are held at the stadium.

The stadium is all-seater and there are no standing areas.

The role of stewards is to look after the health, safety and welfare issues, be friendly as well as provide a quality fan experience. 

The main first aid facility is based in the north-west corner of the stadium, which is staffed by crowd doctor paramedics and first aid personnel.

There is a secondary first aid room located at the rear of the east stand (south end)

At all first team fixtures, there is also a private ambulance on site, located in the west carpark.

Charlton Athletic Football Club do have first aiders trained and available to offer first aid however in the presence of a St Johns member of staff they will stand down and allow the paramedic to take control of the situation.

All first aid boxes and facilities that are used solely for match day are maintained and secured by St Johns Ambulance. 

In the event of accident, illness or injury a steward should be advised so that the appropriate assistance can be arranged quickly.

Please follow the below link to refer to Charlton Athletic Football Clubs Stadium Regulations.

http://cafc.co.uk/tickets/ground-regulations

14: Stadium:

All supporters who attend The Valley must adhere to the Football League’s Ground Regulations and the Club’s Ticket Conditions. 

Copies of the Regulations can be found around the ground, at the Ticket Office, Reception and the link below:

http://cafc.co.uk/tickets/ground-regulations

When the Metropolitan police or local police are on-site both support and manage resources to work towards to CAFC ground regulations.

This may change depending on the individual match intelligence confirmed prior to a specific match. 

15: Disability access for Person/s With Disability/ies (PWD)/, CADSA:

CADSA was formed in June 1999 to represent the interests of the disabled supporters of Charlton Athletic and to build on the initiatives the club have developed over recent years. They have continued to work with the club to develop and expand the range of facilities available to supporters, with varying degrees of disability, to achieve the benefits which many supporters take for granted. 

These benefits include an unimpeded view, choice of location, ability to sit with friends and fellow supporters, cover from the weather, and fair access to tickets.

CADSA also hold regular social meetings, with guests from the football club when possible, so that likeminded Charlton supporters can discuss the matters of the day and make new friends.

Below is a list of the available facilities to disabled supporters wishing to visit Charlton Athletic Football Club as well as help on how to book parking/facilities etc.

There is parking available for disabled supporters in three areas of the stadium, these areas are:

• West Stand: Opposite club Superstore

• North Stand: Exit Gate 1 (Harvey Gardens)

• Family Section: Exit Gate 2 (Harvey Gardens)

• East Stand: Charlton Lane (adjacent to Lansdowne Mews)

• Jimmy Seed Stand: Entrance no. 4 (Valley Grove) 

These areas will need to be booked in advance.

Directions and assistance where and when required will be given to all disabled supporters by the stewards in the stadium. 

Please contact DLO Adam Harding on adam.harding@cafc.co.uk for further details on the above ticketing and procedures, or follow the link below:

http://www.cadsa.org.uk/

Ambulant disabled supporters:

Away tickets will be sold to disabled fans under the same conditions as all Charlton Athletic supporters. The ticket office will process your ticket application and you can contact them during opening hours. When you book your ticket, you will need to state your requirements, for example if you would like a headset, a lift pass or a parking space.

You can contact the Ticket Office by calling 03330 14 44 44. If this is not convenient, you can email disability@cafc.co.uk 

There may be occasions when the ticket office staff will need to refer you to the disability liaison officer, who will contact you directly to ensure your request can be satisfied.

The deadline for purchasing tickets will be the same as for general sales. Information on tickets appears in the matchday programme, the club website and on the club’s social media channels.

Prices for away tickets vary. Notification will be given of ticket costs through the usual outlets.

Signed 

Paul Bailey (Operations manager)

July, 2017

For and on behalf of Charlton Athletic Football Company Limited

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